You may also find issues that you cannot fix yourself. To address these, you will need to submit a support ticket with Ex Libris. 

How to approach an Ex Libris support ticket 

• Provide as much detail as possible.
  
• Include links to the WCAG criterion so that technical colleagues can engage with documentation from the source.
  
• If possible, provide screen recordings to demonstrate the way the issue is generated.
  
• Impress upon them the legal ramifications of not fixing issues for your institution and by extension, for them.
  
• Make it clear that initially you need a timescale for the fix, rather than an immediate fix. Fixes may take a long time and are usually scheduled into pre-existing releases at set times of the year. All you need to know is when it should be addressed so that you can re-test. 
• Actively engage with any responses you get, as promptly as you can.
  

We have put this advice into a downloadable checklist so that you can have it on hand whenever you may need to contact Ex Libris. Download the checklist (654.6 KB)  and save it for when you run your next audit on Primo VE.